Venmo Business Intelligence Analyst

Who we are

 

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

 

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Job Description Summary:

As the CX Business Intelligence (BI) Analyst, you will help develop and implement interesting insights and analysis. You will use scripting language and analytics tools to scrape, analyze, visualize, and communicate data. Your data visualizations tell a story.

Job Description:

Venmo Analyst – Customer Experience Business Intelligence, Strategic Analytics 

Role Description:  

Venmo is an exciting place to be!  If you enjoy a fast-paced environment where you continually explore new insights and are passionate about innovating the customer experience, then we want to hear from you. 

As the CX Business Intelligence (BI) Analyst, you will help develop and implement interesting insights and analysis.   You will use scripting language and analytics tools to scrape, analyze, visualize, and communicate data.  Your data visualizations tell a story.

We're looking for a highly organized go-getter whose passion is to provide and communicate important insights to guide decisions and improve our business. 

Key Responsibilities:  

• Customer Experience Strategy Reporting & Analytics

• Create back-end data models, extract data using SQL or BI Tools, and generate reports necessary to track, trend, and analyze department KPIs
• Recommend goals using historical data and factoring in budget and product landscape 
• Ensure the accuracy and distribution of reporting 
• Model backend data from multiple systems
• Work with the Data Team to integrate Support Data sources 

• Perform Ticketing system, CRM and phone system data mining and reporting 
• Develop standard productivity metrics to measure all aspects of our Customer Support Center 

• Gather business requirements for new systems and tools and work with Data team to ensure requirements are captured
• Create visualizations and dashboards using Looker BI tool 
• Communicate / present data to all levels of management 
• Maintain and manage databases, spreadsheets, and reports pertaining to KPI performance reports, staffing, and other key operational success factors and metrics 
• Identify trends and make recommendations to improve 

• Provides actionable data to Managers, Supervisors, and Business Partners  
• Monitor and troubleshoot data integrity issues and work to resolve with Data Infrastructure team

Requisite Experience: 

• Bachelors degree or equivalent work experience  

• Intermediate to advanced Excel required  
• Advanced SQL experience required
• Python and R experience a plus  

• Experience reporting from and working with IVR / ACD phone systems
• Experience reporting from and working with CRM systems
• Experience using BI Tools (i.e Looker, Tableau); Looker experience a plus 
• LookML Certification a plus 
• Relational database systems experience (i.e. Redshift, Snowflake); Snowflake experience a plus 

• Have a keen interest in technology and Business Intelligence 
• Have a passionate desire to connect, mine, and optimize the full customer journey to create amazing experiences for our customers
• Project management experience with strong written and verbal communication skills 

• A minimum of two (2) years of experience in call center processes, business analytics, or operations analytics

Subsidiary:

PayPal

Travel Percent:

0

Primary Location:

Remote India, Maharashtra, India

Additional Locations:

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].